US10134001B2 - Observation platform using structured communications for gathering and reporting employee performance information - Google Patents
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- H04L51/07—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail characterised by the inclusion of specific contents
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Abstract
Description
TABLE 1 |
Request and Response Examples |
Secondary and | ||
Higher-order | ||
Statistics | ||
(Performance | ||
Primary Function | Primary Statistics | Measurements) |
Expert Group— | Count of questions | Inquisitiveness, |
Asking Questions | asked by user, times, | assimilation status and |
about Processes | locations where asked, | rate, knowledge topics, |
locations where | depth of process | |
answered, time to | knowledge, willingness | |
answer, length of | to share knowledge, | |
answer, number of users | consistency of actions | |
listening to answer, | ||
number of users NOT | ||
listening to answer, | ||
keywords in question, | ||
keywords in answer, | ||
number of questions not | ||
listened to, requests | ||
heard and NOT | ||
responded to. | ||
Expert Group— | Count of questions | Inquisitiveness, |
Asking Questions | asked by user, times, | assimilation status and |
about Products | locations where asked, | rate, knowledge topics, |
locations where | depth of product | |
answered, time to | knowledge, willingness | |
answer, length of | to share knowledge, | |
answer, number of users | consistency of actions | |
listening to answer, | ||
number of users NOT | ||
listening to answer, | ||
keywords in question, | ||
keywords in answer, | ||
number of questions not | ||
listened to, requests | ||
heard and NOT | ||
responded to. | ||
Zone-coverage | Measure reaction time to | Team support, customer |
alerts—Receiving | respond to the request, | affinity, understanding |
alerts that a zone is | number of requests | of role, job urgency, |
not staffed or is | responded to, time to | environmental |
overstaffed | arrive at the coverage | awareness. |
location, locations | ||
where time spent, speed | ||
traveled, path traversed, | ||
requests heard and NOT | ||
responded to. | ||
Kiosk alerts— | Measure reaction time to | Urgency to support |
Receiving alerts that | respond to the request, | shoppers or visitors, |
a visitor is engaged | time to arrive at the | helpfulness, depth of |
with a kiosk and may | correct location, speed | knowledge regarding |
need attention | traveled, path traversed, | kiosk products or |
speed to arrive in | information presented, | |
proximity of visitor or | awareness of priorities, | |
shopper, length of time | customer satisfaction | |
spent in location or in | scores. | |
the proximity of the | ||
visitor, visitor feedback | ||
from external devices or | ||
systems used by visitors | ||
or customers, customer | ||
feedback rating from | ||
another user of the | ||
system, requests heard | ||
and NOT responded to, | ||
relationship of user role | ||
to the kiosk function. | ||
“Soft button” alerts— | Measure reaction time to | Urgency to support |
receiving alerts that a | respond to the request, | shoppers or visitors, |
visitor has pressed a | time to arrive at the | helpfulness, depth of |
button or has verbally | correct location, speed | knowledge regarding |
requested help or | traveled, path traversed, | button location |
information and they | speed to arrive in | products, awareness of |
are expecting some | proximity of visitor or | priorities, customer |
action | shopper, length of time | satisfaction scores |
spent in location or in | ||
the proximity of the | ||
visitor, visitor feedback | ||
from external devices or | ||
systems used by visitors | ||
or customers, customer | ||
feedback rating from | ||
another user of the | ||
system, requests heard | ||
and NOT responded to, | ||
relationship of user role | ||
to the kiosk function. | ||
Buy-on-line, fulfill- | Measure reaction time to | Urgency in inventory |
in-store requests— | respond to the request, | verification, inventory |
alerts or requests | time to arrive at the | location knowledge, |
from omni-channel | inventory location, | desire to assist, team |
sources that | speed traveled, path | cooperation and support |
inventory needs to | traversed, speed to | |
be verified or held | verify inventory, speed | |
to move inventory to | ||
holding location, voice | ||
inflections | ||
Pick-up requests— | Measure reaction time to | Urgency to support |
requests for products | respond to the request, | shoppers or visitors, |
to be delivered to | time to arrive at the | helpfulness, desire to |
specific locations | inventory location, | assist, customer |
speed traveled, path | satisfaction scores. | |
traversed, speed to | ||
verify inventory, | ||
locations visited, voice | ||
inflections, visitor | ||
feedback from external | ||
devices or systems used | ||
by visitors or customers | ||
Inventory verification | Measure reaction time to | Urgency in inventory |
requests—requests | respond to the request, | verification, inventory |
from systems or | time to arrive at the | location knowledge, |
other stores to | inventory location, | desire to assist, team |
validate inventory | speed traveled, path | cooperation and support |
status | traversed, speed to | |
verify inventory, | ||
locations visited, voice | ||
inflections, speech | ||
cadence | ||
Responding to | Measure times through | Task orientation, |
location based | zone with and without | willingness to take on |
tasks—tasks that are | action, speed through | new tasks, task |
heard when a user | zone, adjacency to | efficiency, quality of |
moves into a specific | visitors or shoppers | workmanship, affinity |
zone | while passing through | to types of tasks |
zone, time to close task | ||
after entering zone, | ||
voice inflections, speech | ||
cadence, subject | ||
feedback on quality and | ||
completeness of task | ||
within zone, task | ||
requests heard and NOT | ||
responded to. | ||
Primary | ||
Function | Typical Algorithm Shown as an Example | Result |
Expert | Inquisitiveness: C[+M(number of | A numerical |
Group— | questions asked/user-hr) + N(number of | value |
Asking | questions listened to/user-hr) + P(time | normalized in |
Questions | spent listening to answers/user-hr) − | the range of |
about | Q(number of questions NOT listened | typically 0- |
Processes | to/user-hr)] | 100 (by the |
[Process | Assimilation Status: C′[+M(number of | constant value |
questions | questions asked/user-hr) + N(number of | of C) |
are identified | questions listened to/user-hr) + A(the | indicating the |
by either a | number of questions answered/user-hr) − | performance |
specific | T(average response time to answer a | of the user for |
command or | question) − Q(number of questions | the category. |
a recognized | NOT answered/user-hr)] | For |
set of | Assimilation Rate: (the linear slope of | “Knowledge |
keywords] | the above equation computed over an | Topics” the |
interval of time) | result is list of | |
Depth of Process Knowledge: | keyword | |
C″[−M(number of questions asked/user- | topics in | |
hr) + A(the number of questions | ranked order | |
answered/user-hr) + W(the number of | of frequency | |
users who listen to the full answer) − | of | |
X(the number of users who do NOT | responding. | |
listen to full answer) − T(average | ||
response time to answer aquestion) − | ||
Q(number of questions NOT | ||
answered/user-hr)] | ||
Willingness to Share Knowledge: | ||
C′″[+A(the percentage of questions | ||
answered) − T(average response time to | ||
answer a question) − Q(number of | ||
questions NOT answered/user-hr)] | ||
Consistency of Actions: Consistency is | ||
computed as the standard deviation (or | ||
other statistical model) for the set of | ||
characteristics defined above. | ||
Knowledge Topics: | ||
[keyword]*C′″[M(number of questions | ||
asked/user-hr) + N(number of questions | ||
listened to/user-hr) + A(the number of | ||
questions answered/user-hr) − | ||
T(average response time to answer a | ||
question) − Q(number of questions | ||
NOT answered/user-hr)] | ||
Expert | Inquisitiveness: C[+M(number of | A numerical |
Group— | questions asked/user-hr) + N(number of | value |
Asking | questions listened to/user-hr) + P(time | normalized in |
Questions | spent listening to answers/user-hr) − | the range of |
about | Q(number of questions NOT listened | typically 0- |
Products | to/user-hr)] | 100 (by the |
Product | Assimilation Status: C′[+M(number of | constant value |
questions | questions asked/user-hr) + N(number of | of C) |
are identified | questions listened to/user-hr) + A(the | indicating the |
by either a | number of questions answered/user-hr) − | performance |
specific | T(average response time to answer a | of the user for |
command or | question) − Q(number of questions | the category. |
a recognized | NOT answered/user-hr)] | For |
set of | Assimilation Rate: (the linear slope of | “Knowledge |
keywords] | the above equation computed over an | Topics” the |
interval of time) | result is list of | |
Depth of Process Knowledge: | keyword | |
C″[−M(number of questions asked/user- | topics in | |
hr) + N(number of questions listened | ranked order | |
to/user-hr) + A(the number of questions | of frequency | |
answered/user-hr) + W(the number of | of | |
users who listen to the full answer) − | responding. | |
X(the number of users who do NOT | ||
listen to full answer) − T(average | ||
response time to answer a question) − | ||
Q(number of questions NOT | ||
answered/user-hr)] | ||
Willingness to Share Knowledge: | ||
C′″[+A(the percentage of questions | ||
answered) − T(average response time to | ||
answer a question) − Q(number of | ||
questions NOT answered/user-hr)] | ||
Consistency of Actions: Consistency is | ||
computed as the standard deviation (or | ||
other statistical model) for the set of | ||
characteristics defined above. | ||
Knowledge Topics: | ||
[keyword]*C′″[M(number of questions | ||
asked/user-hr) + N(number of questions | ||
listened to/user-hr) + A(the number of | ||
questions answered/user-hr) − | ||
T(average response time to answer a | ||
question) − Q(number of questions | ||
NOT answered/user-hr)] | ||
Zone- | Team Support: C[T(average proximity | A numerical |
coverage | to other users) + R(reaction time to | value |
alerts— | respond to a request) − S(average time | normalized in |
Receiving | to arrive at the coverage location) + | the range of |
alerts that a | L(speed traveled) + N(number of | typically 0- |
zone is not | requests responded to/user-hr) − | 100 (by the |
staffed or is | Q(number of requests NOT responded | constant value |
overstaffed | to/user-hr)] | of C) |
Customer Affinity: C′[+R(reaction time | indicating the | |
to respond to a request) − S(average | performance | |
time to arrive at the coverage location) + | of the user for | |
L(speed traveled) + N(number of | the category. | |
requests responded to/user-hr) − | ||
Q(number of requests NOT responded | ||
to/user-hr)] | ||
Understanding of Role: C″[A(time | ||
spent in target location) + R(reaction | ||
time to respond to a request) − | ||
S(average time to arrive at the coverage | ||
location) + L(speed traveled) + | ||
N(number of requests responded | ||
to/user-hr) − Q(number of requests | ||
NOT responded to/user-hr)] | ||
Job Urgency: C′″[A(time spent in target | ||
location) + R(reaction time to respond | ||
to a request) − S(average time to arrive | ||
at the coverage location) + L(speed | ||
traveled)] | ||
Environmental Awareness: C″″[A(time | ||
spent in target location) + B(number of | ||
other locations visited/user-hr) − | ||
C(number of locations not visited/user- | ||
hr) − P(the path length traveled vs. the | ||
average path length for all users | ||
between the starting point and the | ||
ending point)] | ||
Kiosk alerts— | Urgency to Support Visitors: | A numerical |
Receiving | C[+R(reaction time to respond to a | value |
alerts that a | kiosk request) − S(average time to | normalized in |
visitor is | arrive at the coverage location) + | the range of |
engaged | L(speed traveled) + N(number of | typically 0- |
with a kiosk | requests responded to/user-hr) − | 100 (by the |
and may | Q(number of requests NOT responded | constant value |
need | to/user-hr)] | of C) |
attention | Helpfulness: C′[+R(reaction time to | indicating the |
respond to a kiosk request) − S(average | performance | |
time to arrive at the coverage location) + | of the user for | |
L(speed traveled) + N(number of | the category. | |
requests responded to/user-hr) − | ||
Q(number of requests NOT responded | ||
to)] + T(time spent at the kiosk | ||
location) + V(time spent in the | ||
proximity of the visitor)] | ||
Depth of Knowledge Regarding Kiosk | ||
Products: C″[+R(reaction time to | ||
respond to a kiosk request) + A(the | ||
number of questions with relevant | ||
keywords answered/user-hr) + W(the | ||
number of users who listen to the full | ||
answer) − X(the number of users who | ||
do NOT listen to full answer) − | ||
T(average response time to answer a | ||
question with relevant keywords) − | ||
Q(number of questions NOT | ||
answered/user-hr) with relevant | ||
keywords] | ||
Awareness of Priorities: | ||
C′″[+R(reaction time to respond to a | ||
kiosk request) − S(average time to | ||
arrive at the coverage location) + | ||
L(speed traveled) + N(number of | ||
requests responded to/user-hr) − | ||
Q(number of requests NOT responded | ||
to)] + E(relationship of role to kiosk | ||
function)] | ||
Customer Satisfaction Scores: | ||
C″″[+R(reaction time to respond to a | ||
kiosk request) − S(average time to | ||
arrive at the coverage location) + | ||
L(speed traveled) + N(number of | ||
requests responded to/user-hr) − | ||
Q(number of requests NOT responded | ||
to)] + F(customer feedback scores | ||
collected from kiosk or applications | ||
related to kiosk) + G(customer feedback | ||
rating from another user of the system)] | ||
“Soft button” | Urgency to Support Visitors: | A numerical |
alerts— | C[+R(reaction time to respond to a | value |
receiving | kiosk request) − S(average time to | normalized in |
alerts that a | arrive at the coverage location) + | the range of |
visitor has | L(speed traveled) + N(number of | typically 0- |
pressed a | requests responded to/user-hr) − | 100 (by the |
button and | Q(number of requests NOT responded | constant value |
expecting | to/user-hr)] | of C) |
some action | Helpfulness: C′[+R(reaction time to | indicating the |
respond to a kiosk request) − S(average | performance | |
time to arrive at the coverage location) + | of the user for | |
L(speed traveled) + N(number of | the category. | |
requests responded to/user-hr) − | ||
Q(number of requests NOT responded | ||
to/user-hr)] + T(time spent in the | ||
proximity of the soft button location) + | ||
V(time spent in the proximity of the | ||
visitor)] | ||
Depth of Knowledge Regarding Kiosk | ||
Products: C″[+R(reaction time to | ||
respond to a soft button request) + | ||
A(the number of questions with | ||
relevant keywords answered/user-hr) + | ||
W(the number of users who listen to the | ||
full answer) − X(the number of users | ||
who do NOT listen to full answer) − | ||
T(average response time to answer a | ||
question with relevant keywords) − | ||
Q(number of questions NOT | ||
answered/user-hr) with relevant | ||
keywords] | ||
Awareness of Priorities: | ||
C′″[+R(reaction time to respond to a | ||
kiosk request) − S(average time to | ||
arrive at the coverage location) + | ||
L(speed traveled) + N(number of | ||
requests responded to/user-hr) − | ||
Q(number of requests NOT responded | ||
to)] + E(relationship of role to soft | ||
button request type)] | ||
Customer Satisfaction Scores: | ||
C″″[+R(reaction time to respond to a | ||
kiosk request) − S(average time to | ||
arrive within proximity of the soft | ||
button) + L(speed traveled) + N(number | ||
of requests responded to/user-hr) − | ||
Q(number of requests NOT responded | ||
to)] + F(customer feedback scores | ||
collected from soft button or | ||
applications related to soft button) + | ||
G(customer feedback rating from | ||
another user of the system)] + | ||
V(positive voice inflection scores for | ||
communications over the past T user- | ||
hrs) | ||
Buy-on-line, | Urgency in Inventory Verification: | A numerical |
pick-up-in- | C[+R(reaction time to respond to a | value |
store | BOPIS request) − S(average time to | normalized in |
(BOPIS) | arrive at the inventory location) + | the range of |
requests— | L(speed traveled) + N(number of | typically 0- |
alerts or | BOPIS requests responded to/user-hr) − | 100 (by the |
requests | Q(number of BOPIS requests NOT | constant value |
from omni- | responded to/user-hr)] | of C) |
channel | Inventory Location Knowledge: | indicating the |
sources that | C′[+R(reaction time to respond to a | performance |
inventory | BOPIS request) − S(average time to | of the user for |
needs to be | arrive at the inventory location) + | the category. |
verified or | L(speed traveled) − P(the Path length | |
held | traveled vs. the average path length for | |
all users between the starting point and | ||
the ending point)] | ||
Desire to Assist: C″[+R(reaction time to | ||
respond to a BOPIS request) − | ||
S(average time to arrive at the product | ||
location) + L(speed traveled) + | ||
N(number of requests responded | ||
to/user-hr) − Q(number of requests | ||
NOT responded to/user-hr)] + | ||
E(relationship of role to BOPIS request | ||
type)] | ||
Team Cooperation: C′″[+R(reaction | ||
time to respond to a BOPIS request) − | ||
S(average time to arrive at the product | ||
location) + L(speed traveled) + | ||
N(number of requests responded | ||
to/user-hr) − Q(number of requests | ||
NOT responded to/user-hr)] + | ||
V(positive voice inflection scores for | ||
communications over the past T user- | ||
hrs) | ||
Pick-up or | Urgency to Support Visitors: | A numerical |
Carry Out | C[+R(reaction time to respond to a | value |
requests— | request) − S(average time to arrive at | normalized in |
requests for | the required location) + L(speed | the range of |
products to | traveled) + N(number of requests | typically 0- |
be delivered | responded to/user-hr) − Q(number of | 100 (by the |
to specific | requests NOT responded to/user-hr)] | constant value |
locations | Helpfulness: C′[+R(reaction time to | of C) |
respond to a request) − S(average time | indicating the | |
to arrive at the required location) + | performance | |
L(speed traveled) + N(number of | of the user for | |
requests responded to/user-hr) − | the category. | |
Q(number of requests NOT responded | ||
to/user-hr)] + T(time spent from | ||
arriving at the required location to | ||
indicating the task is complete) + | ||
V(time spent in the proximity of the | ||
visitor)] | ||
Desire to Assist: C″[+R(reaction time to | ||
respond to a request) − S(average time | ||
to arrive at the required location) + | ||
L(speed traveled) + N(number of | ||
requests responded to/user-hr) − | ||
Q(number of requests NOT responded | ||
to/user-hr)] + E(relationship of role to | ||
Pick-up or Carry Out request type)] | ||
Customer Satisfaction Scores: | ||
C′″[+R(reaction time to respond to a | ||
request) − S(average time to arrive | ||
within proximity of the request) + | ||
L(speed traveled) + N(number of | ||
requests responded to/user-hr) − | ||
Q(number of requests NOT responded | ||
to/user-hr)] + F(customer feedback | ||
scores collected from an application | ||
running in a visitor device) + | ||
G(customer feedback rating from | ||
another user of the system)] + | ||
V(positive voice inflection scores for | ||
communications over the past T user- | ||
hrs) | ||
Inventory | Urgency in Inventory Verification: | A numerical |
verification | C[+R(reaction time to respond to a | value |
requests— | verification request) − S(average time | normalized in |
requests | to arrive at the inventory location) + | the range of |
from | L(speed traveled) + N(number of | typically 0- |
systems or | verification requests responded to/user- | 100 (by the |
other stores | hr) − Q(number of verification requests | constant value |
to validate | NOT responded to/user-hr)] | of C) |
inventory | Inventory Location Knowledge: | indicating the |
status | C′[+R(reaction time to respond to a | performance |
verification request) − S(average time | of the user for | |
to arrive at the inventory location) + | the category. | |
L(speed traveled) − P(the path length | ||
traveled vs. the average path length for | ||
all users between the starting point and | ||
the ending point)] | ||
Desire to Assist: C″[+R(reaction time to | ||
respond to a verification request) − | ||
S(average time to arrive at the required | ||
location) + L(speed traveled) + | ||
N(number of verification requests | ||
responded to/user-hr) − Q(number of | ||
verification requests NOT responded | ||
to/user-hr)] + E(relationship of role to | ||
inventory verification request type)] | ||
Team Cooperation: C′″[+R(reaction | ||
time to respond to an inventory | ||
verification request) − S(average time | ||
to arrive at the product location) + | ||
L(speed traveled) + N(number of | ||
inventory verification requests | ||
responded to/user-hr) − Q(number of | ||
inventory verification request NOT | ||
responded to/user-hr)] + V(positive | ||
voice inflection scores for | ||
communications over the past T user- | ||
hrs) | ||
Responding | Task Orientation: C[+D((number of | A numerical |
to location | location-tasks accepted/user- | value |
based tasks— | hr)/(number of location-tasks | normalized in |
tasks that | heard/user-hr)) − T(time to indicate task | the range of |
are heard | completion)] | typically 0- |
when a user | Willingness to Take on New Tasks: | 100 (by the |
moves into a | C′[+D((number of location-tasks | constant value |
specific zone | accepted/user-hr)/(number of location- | of C) |
tasks heard/user-hr)) + N(number of | indicating the | |
different locations for accepted tasks) − | performance | |
M(number of different locations for | of the user for | |
tasks NOT accepted) | the category. | |
Task Efficiency: C″[+D((number of | For “Affinity | |
location-tasks accepted/user- | to Types of | |
hr)/(number of location-tasks | Tasks” the | |
heard/user-hr)) − H(time from task | result is list of | |
acceptance to task complete)] | task locations | |
Quality of Workmanship: | in ranked | |
C′″[+D((number of location-tasks | order of | |
accepted/user-hr) − H(time from task | frequency of | |
acceptance to task complete) + | acceptance in | |
B(external rating of workmanship from | a given | |
other users or managers)] | location. | |
Affinity to Types of Tasks: | ||
C″″[+D((number of location-tasks | ||
accepted/user-hr for each location)] | ||
Employee Performance Library
Claims (20)
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US11797904B2 (en) | 2023-10-24 |
US20200175454A1 (en) | 2020-06-04 |
US20170213178A1 (en) | 2017-07-27 |
US20220172148A1 (en) | 2022-06-02 |
US10558938B2 (en) | 2020-02-11 |
US20190130336A1 (en) | 2019-05-02 |
US20240046193A1 (en) | 2024-02-08 |
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